Technical Support Engineer

Description The Technical Support Engineer ensures the reliability and performance of deployed systems. In this hands-on role, you'll troubleshoot complex hardware and software issues across the full stack - networking, edge devices, and cloud-connected components and partner closely with field teams, engineering, and QA to drive technical resolution, documentation, and system robustness. May be leveled as Tech Support Engineer I / II depending on experience, scope, and demonstrated impact. Evening and late-night shifts are eligible for shift differential pay. Responsibilities: • Own end-to-end technical troubleshooting and field diagnostics across networking, edge devices, infrastructure, and system integrations. • Identify root causes of system and network issues, drive resolution, and proactively mitigate risks to prevent recurrence. • Maintain reliable, secure, and scalable network and infrastructure environments across cloud and hybrid deployments. • Deploy, configure, and maintain servers, virtual machines, operating systems, storage, and related infrastructure components. • Maintain networking components including routers, switches, firewalls, VPNs, load balancing, and WAN connectivity. • Monitor system and network performance, lead incident response, and ensure high availability for real-time video streaming and AI workloads. • Partner cross-functionally with Engineering, QA, and Product to surface defects, validate fixes, and improve overall platform reliability. • Coordinate testing and validation of new hardware and software in production-like, real-world environments. • Develop scripts, tooling, and automation to improve diagnostics, monitoring, and support workflows. • Create and maintain technical documentation, investigation logs, and internal knowledge resources. Requirements Must Have • 1-3 years of experience in technical support, systems engineering, networking, or IT operations. • Foundational understanding of networking concepts and protocols (TCP/IP, DNS, DHCP, VLANs, NAT, TLS, Ethernet, PoE). • Ability to troubleshoot technical issues with urgency, structure, and sound judgment in live environments. • Strong analytical thinking and clear documentation skills. • Willingness and aptitude to learn new technologies across networking, infrastructure, and edge systems. Nice to Have • Experience supporting IP camera systems, video platforms, or edge-connected devices. • Familiarity with Linux-based environments. • Exposure to scripting or automation (Python or similar). Originally posted on Himalayas